Metrics & pillars
Metrics act as a common language for reporting and analysis. They link differently-phrased questions to core KPIs and attributes, so results can be calculated and used consistently across reports, dashboards and data outputs.
What they solve: question standardization
Metrics group questions that may be phrased differently but mean the same thing — for example "Would you recommend us?" and "How likely are you to recommend us?" — under the same KPI or attribute. That normalization is what lets the platform treat them as one thing wherever results are calculated.
This applies to questions used across several product areas:
- NPS & CSAT report sections — metrics determine which questions are included in NPS and CSAT calculations, ensuring consistent results across all related report sections.
- NPS sections appear in: Home Overview, NPS Analysis, Stores' Performance, Touchpoint Analysis, Dimensions Analysis, Text Analysis, Key Driver Map and the Weighted NPS report.
- CSAT sections appear in: Home Overview, CSAT Analysis, Stores' Performance, Touchpoint Analysis, Dimensions Analysis and Key Driver Map.
- Key Driver Map — metrics define which rating questions feed the analysis, aligning your own metrics with industry standards and establishing a common performance benchmark and wording.
- Custom Reports — metrics group differently-phrased but equivalent questions to present results more clearly and concisely, reducing noise and improving dashboard readability.
How it plays out
Consistent reporting across the product
Any question defined as NPS is included and calculated across all NPS sections of the reports (Home Overview, NPS Analysis, Stores' Performance, Touchpoint, Dimensions, Text Analysis, Key Driver Map, Weighted NPS). Likewise, any question defined as CSAT is included across all CSAT sections (Home Overview, CSAT Analysis, Stores' Performance, Touchpoint, Dimensions, Key Driver Map).
Reliable analysis and a shared benchmark
Defining rating questions and their metrics feeds the Key Driver Map, aligning common industry metrics with your own and allowing the performance scale and threshold to be set correctly.
A cleaner dashboard experience
In custom dashboards, metrics enable clearer, more concise results by grouping questions with the same interpretation — avoiding fragmentation across multiple question titles.
Metrics & pillars
Metrics are the standardized definitions described here. They roll up into the CX pillars — such as NPS, CSAT and CES — that headline your reports, which is why a question tagged with the right metric flows automatically into every section built on that pillar.